Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols

Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team.

Recommend and refine Tier 1 troubleshooting procedures based on recurring ticket patterns

Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions

Create self-service materials to empower end-users to resolve common issues independently

Assist in the developing and updating of faculty, staff, and student orientation materials

Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training

Provide backup support for desktop system deployment and management as needed

Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community

Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission

Demonstrate flexibility and sound judgment — adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement

Follow established ITY service management practices for incident management, request fulfillment, documentation, escalation, and customer communication.

Assist users with account management, password resets, multifactor authentication enrollment, and access-related issues in accordance with university security policies.

Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures.

Perform other duties as assigned

Required Qualifications:
QUALIFICATIONS REQUIRED:

• High School Diploma or GED
• Strong computer hardware and software skills (troubleshooting hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail
• Proficiency using Microsoft 365
• Strong critical thinking and problem solving skills
• Excellent verbal and nonverbal communication skills
• Strong organization and multi-tasking skills
• Ability to provide great customer service and technical support to a diverse audience
• Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.

OTHER QUALIFICATIONS AND JOB REQUIREMENTS:
PREFERRED:

• Associate's or Bachelor's Degree in technology-related field
• Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals.
• Experience using a work order ticketing system
• Experience with developing instructional training materials on various topics

WORKING CONDITIONS:

• Must be able to remain in a stationary position for 65% of the time
• Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping
• Must be able to adjust or move objects up to 25 pounds in all directions
• Requires frequent communication
• Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers
• Requires clarity of vision for frequent use of computers and other technological devices
• After-hours and weekends may be required as needed

Salary Schedule:
Salary Band: N270
To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/
Salary will be commensurate with experience and qualifications



Special Instructions to Applicants
Unofficial transcripts should be from the college or university which verifies qualifications for the position.

Note: Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)

Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

To be considered for this position please visit our web site and apply on line at the following link: https://jobs.athens.edu/postings/search

About Athens State University
Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society's “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.
je-c3cff6be652a4fbbbf60f41a9f3ea0ce

Manage help desk ticket intake, capturing complete contact information and issue description, and assigning appropriate tier-level support per established protocols

Provide Tier 1 support, including intake resolution and in-depth troubleshooting of hardware, software, email, and learning management system issues, escalating network and Banner-related issues to the appropriate team.

Recommend and refine Tier 1 troubleshooting procedures based on recurring ticket patterns

Escalate unresolved issues to systems and network staff, with documented analysis of the problem and attempted resolutions

Create self-service materials to empower end-users to resolve common issues independently

Assist in the developing and updating of faculty, staff, and student orientation materials

Continuously build product knowledge and Tier 1 troubleshooting skills through hands-on work with university systems and required training

Provide backup support for desktop system deployment and management as needed

Deliver consistent, high-quality customer service by following established protocols and timelines, and by fostering a cooperative, collaborative atmosphere with the University community

Proactively identify and implement opportunities for process improvement, efficiency, and end-user empowerment in support of the University mission

Demonstrate flexibility and sound judgment — adapting to changing work scope, solving problems independently and collaboratively, and self-monitoring performance for continuous improvement

Follow established ITY service management practices for incident management, request fulfillment, documentation, escalation, and customer communication.

Assist users with account management, password resets, multifactor authentication enrollment, and access-related issues in accordance with university security policies.

Support university cybersecurity initiatives by promoting secure computing practices, identifying suspicious activity, and adhering to institutional security standards and procedures.

Perform other duties as assigned

Required Qualifications:
QUALIFICATIONS REQUIRED:

• High School Diploma or GED
• Strong computer hardware and software skills (troubleshooting hardware/software issues) including: Microsoft Office Suite, web browsers, online information systems, and electronic mail
• Proficiency using Microsoft 365
• Strong critical thinking and problem solving skills
• Excellent verbal and nonverbal communication skills
• Strong organization and multi-tasking skills
• Ability to provide great customer service and technical support to a diverse audience
• Must be able to accommodate a flexible work schedule including early evenings and Sunday afternoons.

OTHER QUALIFICATIONS AND JOB REQUIREMENTS:
PREFERRED:

• Associate's or Bachelor's Degree in technology-related field
• Work experience in a higher education setting supporting instructional technologies such as learning management systems, online courses, lecture capture, online storage, and portals.
• Experience using a work order ticketing system
• Experience with developing instructional training materials on various topics

WORKING CONDITIONS:

• Must be able to remain in a stationary position for 65% of the time
• Occasionally performs duties that require spending time in low posture positions such as crawling, crouching, kneeling, and stooping
• Must be able to adjust or move objects up to 25 pounds in all directions
• Requires frequent communication
• Frequently performs tasks that uses repeating motions of the wrists, hands, and/or fingers
• Requires clarity of vision for frequent use of computers and other technological devices
• After-hours and weekends may be required as needed

Salary Schedule:
Salary Band: N270
To view salary schedules, visit: https://www.athens.edu/about/offices/human- resources/salary-schedule-tables/
Salary will be commensurate with experience and qualifications



Special Instructions to Applicants
Unofficial transcripts should be from the college or university which verifies qualifications for the position.

Note: Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)

Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

To be considered for this position please visit our web site and apply on line at the following link: https://jobs.athens.edu/postings/search

About Athens State University
Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society's “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.
je-c3cff6be652a4fbbbf60f41a9f3ea0ce